Customer Service Specialist
Description of Work Unit
This full-time, 12-month position is located within the Office of the Registrar, Division of Enrollment and Access. The Office of the Registrar provides leadership and service in student enrollment and academic record management that supports recruitment, retention and graduation goals of Colorado State University.
The full-time Customer Service Specialist position serves primarily as a customer service resource to Colorado State University’s constituents.
Primary responsibilities include helping students, faculty, staff, family members/support-givers and external constituents to navigate obstacles. Most of the work day is spent problem solving: assisting others to identify specific issues, providing recommendations and guidance on options for resolution, and selecting guiding principles/policies and adapting them to the individual issue. Research and investigation are significant components of this process.
This is achieved by answering the telephone (80% of the work day), website chat, in-person consultations, and email questions concerning the following issues: registration, holds, overrides, major changes, university policies, appeals, transcript orders, diplomas, grade entry, RAMrecords requests, password resets, and other general questions.
Further job duties may include overseeing email communication to departmental representatives concerning end-of-term grade submission, resolution for “null” grades, maintaining transcript accounting records, and creating and distributing the quarterly Registrar’s Office Updates. Other responsibilities may include processing daily transcript requests and addressing transcripts held in suspense. This position also coordinates various other special programs and projects within the Office of the Registrar.
To be considered for this position, applicants must have:
- Minimum three years full-time work experience (36 months) providing customer service in an academic setting, of which must have included one full-time year of experience working in higher education as a first-point of contact.
- A bachelor’s degree from an accredited college or university may substitute for the required work experience. To use this substitution, a transcript, either official or unofficial must be attached with this application
- Bachelor’s degree from an accredited college or university.
- Experience (student staff experience acceptable) working in higher education in a college or university Office of the Registrar, Enrollment Services area, Academic Affairs, or related department that maintains student records.
- Experience working with administrative student information systems: preferably Ellucian (SunGard) Banner systems (Banner Student, Banner Document Management and Banner Workflow) and CollegeSource systems (u.achieve, u.achieve planner, Transferology).
- Demonstrated experience taking initiative to identify and solve problems.
- Experience managing multiple computer programs/screens quickly and efficiently.
- Demonstrated knowledge of and relevant ability with culturally diverse communities among potential target and constituent populations.
- Ability to communicate professionally, both verbally and in writing, in complex situations.
- Experience working on collaborative projects and building relationships with both internal and external constituents.
- Bilingual speaking and/or writing abilities.
Essential Job Duties
Job Duty Category Problem Solving Duty/Responsibility
- Serve as professional staff in Office of the Registrar Customer Service area assisting customers on the telephone (80% of the work day), website chat, in person, and email.
- Interact in a positive and friendly manner, demonstrating exceptional interpersonal skills, while engaging with internal and external constituents and colleagues.
- Assist students, faculty, staff, family members/support-givers and external constituents to navigate obstacles.
- Spend most of workday problem solving: identifying specific student, staff, or faculty issues; providing recommendations and guidance on options for resolution; selecting guiding principles/policies and adapting them to the individual issue.
- Troubleshoot issues related, but not limited to, the following topics: course registration, holds, overrides, major changes, academic records, transfer equivalencies, status of diplomas, transcripts, university policies, appeals, password resets and grade submission processes using student information system Banner/ARIES and other resources. Identify core problem and coach end-user to complete transaction in RAMweb or ARIESweb or to follow appropriate process.
- Advise students, parents/support-givers, faculty, and staff on University policies regarding Colorado State University’s application of FERPA utilizing the CSU General Catalog, the CSU policy website and other available resources.
- Answer questions regarding access to current student records (RAMweb); create and provide instruction on use of RAMrecords accounts for alumni and former students, as needed.
- Research and problem solve (analyze root causes of problems, identify trends and recurring problems, and suggest resolutions) to address issues related to responsibilities maintained by this position and as necessary for success of department.
Percentage Of Time 80 Job Duty Category Additional Duties Duty/Responsibility
- Contact departmental representatives, faculty, deans, directors, and department heads concerning end-of-term grade submission; initiate resolution for “NG” and “null” grades.
- Record and update auto-attendant greetings, creating basic rules and general troubleshooting.
- Maintain telephone queue statistics.
- Maintain and update Training Manual (for customer service area) and Job Aids for work functions.
- Maintain accounting documentation to include: previous day’s records, front and back cash register tape, and updating accounting/balancing report; handle cash according to procedures; comply with vault procedures.
- Process transcript requests via mail and in-person; address transcripts held in suspense.
Percentage Of Time 10 Job Duty Category Special Projects Duty/Responsibility
- Research issues and present proposals at the request of the Office of the Registrar Leadership.
- Provide feedback to Office of the Registrar Leadership on development of new university policies, student tools, and systems impacting overall student experience in regard to student registration and records.
- Coordinate various Office of the Registrar special projects.
- Assist department managers and leadership team with projects upon request.
- Other duties as assigned.
Percentage Of Time 10
Special Instructions to Applicants
APPLICATION INSTRUCTIONS AND INFORMATION
- Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources must be able to evaluate your experience based on this information.
- Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience.
- The APPLICATION is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.
- If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.
- An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.
- An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.
- Positions requiring a degree or if using education as a substitution for work experience (eg: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.
- When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.
- Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.
**Please see the Required Documents section of the posting.
- The selection process for State Classified positions may include an exam(s), which requires candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.
- All status updates for this position will be sent via email from email@example.com. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.
- Pertinent updates to your Application status can be obtained by logging into your application account at https://jobs.colostate.edu
DEPARTMENT CONTACT INFORMATION
- Please check the Help link online at https://jobs.colostate.edu/help/ for assistance on your application or for answers to Frequently Asked Questions.
- All other inquiries should be directed to the Colorado State University Human Resources Office HR_Employment@mail.colostate.edu.
Conditions of Employment
Pre-employment Criminal Background Check (required for new hires)
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
The Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.
The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.
Background Check Policy Statement
Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.
Employment and Appeal Rights
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.
Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at www.colorado.gov/spb.
A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.